Impacts case study
In 2012 we reported on HMRC customer service performance and made several recommendations aimed at improving customer service. This is part of a continuing focus on customer service by the NAO and the Public Accounts Committee.
Within the programme of improvement already started by HMRC, the NAO helped ensure that, in January 2013, HMRC committed to improving customer service.
For example, HMRC now plans to answer 80 per cent of calls within five minutes, introduce more online services and replace expensive 0845 helplines with 03 numbers.
What are impacts?
The NAO collects examples of where there has been some beneficial change, whether financial or non-financial, resulting from our involvement. All of these examples are subject to internal quality assurance review, and agreed with senior management of the audited bodies.
Financial impacts represent our estimate of the financial benefits achieved following implementation of the NAO’s recommendations to government, and are independently validated by our external auditors.